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Call center customer service representatives (and other claims representatives) should be able to recall the LAST (Listen, Acknowledge/Apologize, Solve, and Thank) customer service method and apply it to difficult customer call simulation scenarios to aid in creating a positive customer experience.

Reflect on field experience. Maintain a reflective journal on your field experience. There should be at least 10 entries (one per week/roughly 1 page per entry). You will first write 1-2 paragraphs detailing your observations and then write 1-2 paragraphs making connections to class material and reflection. As you type the reflections, include the terminology presented on class readings and/or class lecture. Make sure you provide your own thoughts, critique, and reflections on the experience.

Reflect on field experience. Maintain a reflective journal on your field experience. There should be at least 10 entries (one per week/roughly 1 page per entry). You will first write 1-2 paragraphs detailing your observations and then write 1-2 paragraphs making connections to class material and reflection. As you type the reflections, include the terminology presented on class readings and/or class lecture. Make sure you provide your own thoughts, critique, and reflections on the experience.